Troubleshooting issues with rebranded portal

Troubleshooting issues with rebranded portal

Before moving on to troubleshooting issues with rebranded portals, let's take a quick overview of what Rebranding is all about in Zoho Desk.

Rebranding in Zoho Desk 

In Zoho Desk, we have a functionality called Rebranding under General Settings. This functionality enables users with the Administrator privilege to rebrand their Help Desk according to their needs. There are several activities involved within this functionality:

Uploading the company logo
You can replace the Zoho Desk logo with your company logo. The personalized company logo will appear for all the agents within the support portal and your customers in the Help Centers.
Customizing the favicon and link-back URL
With a logo-linkback URL, you can redirect your customers to a specific page while clicking your logo in the Help Center. With Favicon, you can also display your favorite icon in the address bar of a browser while accessing your Help Desk.

Domain Mapping
With domain mapping, you can provide customer support from your own domain within Zoho Desk.

Portal Name
The portal name is the address of your Help Desk account in Zoho Desk. With this functionality, you can customize your portal name according to your preference.

With multi-brand customer support in Zoho Desk, you can distinguish the identity of your brands by providing each brand its own Help Center. 

Read more about Rebranding in Zoho Desk -> Here. 

Troubleshooting issues with rebranded portals 

The following issues may occur for Zoho Desk users who have rebranded their domain by disabling the third-party cookies in their web browsers.



  • User Presence and Notifications
    • Unable to process activities such as auto-assigning tickets, reporting on agent availability, and idle time
    • Failure to make real-time updates
    • Failure to detect agent collision
    • Unable to process feeds and notifications
  • Live Chat
    • Chat widget breaks while trying to load under the Chat tab
  • Attachments
    • Unable to view and download attachments
    • Failure to load a preview of attachments
    • Unable to render agents' profile pictures
  • End Users
    • End users couldn't confirm their initial password and reset passwords
  • Knowledge base
    • Unable to render and load attachments from the KBase Gallery
    • Failure to upload articles using Cloud picker
    • Unable to render Google Analytics and PageSense data
  • Integrations
    • Unable to load Zoho Assist and Microsoft Teams
    • Failure to load Zoho Survey and Zoho Calendar extensions in the top band placeholder


For all the above-listed issues faced by rebranded domain users, you must enable third-party cookies in your web browser. 

Apple's Safari browser has third-party cookies disabled by default. If you are using Chrome, Microsoft Edge, Mozilla Firefox, Opera, or Safari, please use the steps below to check if third-party cookies are enabled in your web browser. 

Enabling Third-party Cookies on your Web Browser

Here are the steps you need to follow to enable third-party cookies on different web browsers.


Google Chrome

  1. Open Chrome.
  2. Click the More icon (   ), then click Settings at the top-right corner.
  3. Under Privacy and security, click Cookies and other site data.
  4. Select the Allow all cookies option.

Mozilla Firefox

  1. Open Firefox.
  2. Click the Burger icon ( ☰ ), then click Settings at the top-right corner.
  3. Select Privacy & Security from the left panel to view your settings for Enhanced Tracking Protection.
  4. To allow third-party cookies, do one of the following:
    • If Strict is selected, choose Standard.
    • If Custom is selected, uncheck the Cookies option.


Microsoft Edge

  1. Open Microsoft Edge.
  2. Click the More icon (  ) at the top-right corner.
  3. Navigate to Settings > Site permissions > Cookies and site data.
  4. Uncheck the Block-third party cookies option.



  1. Open Safari.
  2. Click the Safari drop-down menu from the top-left corner and choose Preferences.
  3. Click Privacy in the top panel.
  4. Uncheck the Prevent cross-site tracking and Block all cookies option.



  1. Oopen Opera.
  2. Click the Opera menu icon (red circular icon) and click Settings.
  3. Click Advanced in the left sidebar, then click Privacy & security.
  4. Under Privacy and security, click Site settings.
  5. Select Cookies and site data.
  6. Enable Allow sites to save and read cookie data and uncheck Block third-party cookies option.


For more information, refer to Rebranding in Zoho Desk.

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